Job responsibilities
Job summary
To support the running of the Primary Care Network
clinic to project a positive and friendly image to our patients and other
professionals who may contact us either in person or via the telephone.
To facilitate patients accessing the clinical care
provided by the network.
To support the health care professionals in
providing that care.
To act as first point of contact for anyone
accessing the PCN premises.
Job responsibilities
General Duties
To ensure all visitors and telephone callers to the
practice are greeted professionally.
To ensure that all telephone calls are managed
appropriately and in a timely manner.
To manage the flow of patients arriving at the
reception desk, for appointments, prescriptions, or queries.
Take general enquiries relating to all PCN
services.
Liaise with patients to book/cancel appointments
using the clinical system SystmOne.
Complete appointment template at time of booking.
Provide general reception support.
Support with day to day running of designated
clinical services within the network.
Ensure essential stock is managed and ordered in a
timely fashion to ensure smooth delivery of clinical services.
Action start and end of day procedures ensure
answering machine service for out of hours information is directed
appropriately switched to answer machine at close of business each day.
Dealing with all telephone queries/requests from
patients and acting as liaison with the Doctors/Nurses/Allied Health
Professionals as necessary.
Taking home visit requests as appropriate.
Receiving specimens from patients ensuring all
their details have been recorded whilst following Health and Safety Policy.
Tidying waiting room after surgery, ensuring
premises are kept tidy between visits from the cleaning staff, tidy and sort
magazines and leaflets, discarding old and damaged items as necessary.
Taking in and distributing deliveries/post as
required.
Sending letters/SMS reminders to patients as
required.
Ensure building security have thorough knowledge of
doors/windows/alarm.
Have knowledge of the fire evacuation procedures,
support others with evacuation in the event of fire.
Keep IT equipment in good order, including charging
devices. Liaise with IT if any faults arise with technology.
Ensure correspondence, reports, results etc. are
filed electronically in correct patient record.
Maintaining PCN general enquires inbox and
distributed accordingly.
Confidentiality
In the course of seeking treatment, patients
entrust us with, or allow us to gather, sensitive information in relation to
their health and other matters. They do so in confidence and have the right to
expect that staff will respect their privacy and act appropriately.
In the performance of the duties outlined in this
job description, the post-holder may have access to confidential information
relating to patients and their carers, hub staff and other healthcare workers.
They may also have access to information relating to Southend East PCN as a
business organisation. All such information from any source is to be regarded
as strictly confidential.
Information relating to patients, carers,
colleagues, other healthcare workers or the business of the PCN may only be
divulged to authorised persons in accordance with the network policies and
procedures relating to confidentiality and the protection of personal and
sensitive data.
Training
Complete online training modules and face to face
training as advised
Health & safety
The post-holder will assist in promoting and
maintaining their own and others health, safety and security.
Using personal security systems within the
workplace according to practice guidelines, such as PPE.
Identifying the risks involved in work activities
and undertaking such activities in a way that manages those risks.
Making effective use of training to update
knowledge and skills.
Using appropriate infection control procedures,
maintaining work areas in a tidy and safe way and free from hazards.
Actively reporting of health and safety hazards and
infection hazards immediately when recognised.
Keeping own work areas and general/patient areas
generally clean, assisting in the maintenance of general standards of
cleanliness consistent with the scope of the job holders role.
Undertaking periodic infection control training
(minimum annually).
Reporting potential risks identified.
Demonstrate due regard for safeguarding and
promoting the welfare of children.
Equality and diversity
The post-holder will support the equality,
diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognises the importance of peoples rights,
interpreting them in a way that is consistent with practice procedures and
policies, and current legislation.
Respecting the privacy, dignity, needs and beliefs of patients, carers
and colleagues.
Behaving in a manner that is welcoming to and of the individual, is
non-judgmental and respects their circumstances, feelings priorities and
rights.
Personal/professional development
The post-holder will participate in any training
programme implemented by the practice as part of this employment, with such
training to include:
Participation in an annual individual performance review, including
taking responsibility for maintaining a record of own personal and/or
professional development.
Taking responsibility for own development, learning and performance and
demonstrating skills and activities to others who are undertaking similar work.
Quality
The post-holder will strive to maintain quality
within the Southend East PCN, and will:
Alert other team members to issues of quality and risk.
Assess own performance and take accountability for own actions, either
directly or under supervision.
Contribute to the effectiveness of the team by reflecting on own and
team activities and making suggestions on ways to improve and enhance the teams
performance.
Work effectively with individuals in other agencies to meet patients
needs.
Effectively manage own time, workload, and resources.
Communication
The post-holder should recognize the importance of
effective communication within the team and will strive to:
Communicate effectively with other team members.
Communicate effectively with patients and carers.
Recognize peoples needs for alternative methods of communication and
respond accordingly.
